Escalations Specialist

TEKsystems • Linn Township, IA

9d • $25 - $25 • Hybrid

About The Position

We’re looking for an experienced customer service professional to support a complaints department handling escalated concerns related to credit cards, checking accounts, and business banking complaints. Complaints are initially opened by an intake team, then you’ll take ownership of cases in progress and see them through to resolution. This is a Contract to Hire position based out of West Des Moines, IA. This is a hybrid position in West Des Moines,IA.

Requirements

• Strong customer service experience in a professional office environment
• Excellent communication skills over the phone and through email
• Ability to de-escalate customers calmly and professionally
• Strong attention to detail and ability to follow policies and procedures
• Solid time management skills while juggling multiple cases
• Tech-savvy mindset with comfort toggling between systems and screens
• Microsoft Office Suite experience

Nice To Haves

• Can handle escalated conversations without getting rattled
• Enjoys research, problem-solving, and case ownership
• Works well independently while meeting deadlines
• Thrives in a structured, policy-driven environment
• Strong professional customer service experience
• Ability to handle high-level escalation calls
• Excellent written and verbal communication skills
• Strong time management and follow-through
• Comfort working in multiple systems
• Ability to follow policies and procedures consistently
• Strong with escalations, customer communication, and case management

Responsibilities

• Reviewing escalated customer complaints and determining next steps
• Speaking with customers, including high-level escalation calls
• Researching complaints, gathering missing information, and working with internal teams
• Managing approximately 5 to 10 active complaints at a time
• Documenting, tracking, and resolving cases in a web-based case management system
• Reviewing complaints for regulatory and non-regulatory flags
• Supporting internal and external customers with inquiries related to financial products and services

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed